Salary
Not Disclosed
Deadline
12 Dec 2026
Posted
30 Oct 2026
Location
Dar es Salaam
Job Description
The Quality Assurance & Governance Engineer is responsible for monitoring and ensuring compliance with Service Level Agreements (SLAs), managing vendor performance, auditing service tickets, and maintaining accurate governance documentation.
The role involves working closely with Commercial Management, Finance, Customer Service, and external vendors to ensure SLA compliance, timely resolution of service issues, accurate claim processing, and effective service delivery.
Responsibilities
- Map SLAs, penalties, and credit clauses in vendor contracts and measure response and repair times for each ticket.
- File claims within contractual deadlines and send breach reports to vendors, account managers, and billing teams.
- Reconcile credit notes with the Finance team.
- Review past third-party tickets that remain within their claim windows and confirm recoverable amounts.
- Track response times, resolution times, and service uptime against customer SLAs.
- Notify customers of SLA breaches where required.
- Audit monthly ticket samples for categorisation, timestamps, root causes, and closure accuracy.
- Maintain audit-ready TCRA SLA documentation, including client SLAs, performance records, and complaint logs.
- Keep Standard Operating Procedures (SOPs) up to date and monitor compliance by internal teams and external vendors.
- Record governance gaps and follow up until they are resolved.
- Reconcile CRM, monitoring, and billing data into monthly governance reports.
- Report on SLA compliance, vendor scorecards, credits filed and recovered, and outstanding actions.
Requirements
- A minimum of 3 years of experience in quality assurance, SLA management, vendor management, or internal auditing.
- Experience in the telecommunications, Internet Service Provider (ISP), or IT services industry.
- Demonstrated experience in interpreting and applying commercial contract clauses.
- Knowledge of Service Level Agreements (SLAs), penalties, and service credits.
- Ability to monitor service response times, repair times, resolution times, and uptime.
- Experience handling vendor claims, breach reports, and credit notes.
- Ability to maintain accurate documentation and audit records.
- Experience coordinating with vendors, account managers, billing teams, and Finance.
- Ability to prepare monthly governance reports and monitor compliance.
Qualifications
- Bachelor's degree in Telecommunications.
- Bachelor's degree in Information Technology (IT).
- Bachelor's degree in Business Administration.
- Alternatively, a degree in a related field.
Skills
Advanced Microsoft Excel: Pivot tables
lookups
and Power Query.
Dashboard and reporting tools: Power BI or Grafana.
SLA monitoring and performance measurement.
Contract interpretation and commercial clause management.
Ticket auditing and categorisation.
CRM
monitoring
and billing data reconciliation.
Governance reporting and documentation.
Vendor performance monitoring and scorecard preparation.
Data analysis and interpretation.
Identifying SLA breaches and compliance gaps.
Root-cause analysis.
Evaluating recoverable credits and penalties.
Monitoring service performance trends.
Preparing accurate monthly reports.
Location